Date Received: 2023-02-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I used XXXX to transfer money directly in my account and the account shows the balance however it wont update the availability of the balance so I can use my money, my money has already left my XXXX and already in my usaa checking account but usaa isnt giving me access to this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 416XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XXXX, 2022, I contacted USAA regarding a dispute regarding a {$79.00} charge to my XXXX which involved an online scam, for which the XXXX XXXX XXXX a dispute and chargeback process to protect cardmembers. Per USAA 's instruction, I compiled a letter including very comprehensive evidence which USAA received on XX/XX/XXXX. On XX/XX/XXXX I received the attached confirmation. On XX/XX/XXXX, USAA asked me to provide specific information that they had already received on XX/XX/XXXX. The documentation was already sitting in a PDF on USAA 's server. On XX/XX/XXXX, I received the attached correspondence that my dispute had been rejected because USAA had insufficient evidence. When I called USAA, they confirmed that everything had been received on XX/XX/XXXX yet due to the configuration of their computer dispute system, they did not consider the information I had already sent. I am attaching all 48 pages of correspondence ( 3 files ) with the fraudulent vendor that includes images demonstrating the product they sold was not as advertised. I am also attaching a XXXX receipt and image of the envelope where I mailed back the product to that vendor. I have returned the fraudulent product, received no refund from the vendor, and received no relief in the credit card dispute from USAA. It is clear that USAA had all required documentation on XX/XX/XXXX yet USAA will not tell me what additional information they need to process the dispute and has declined the dispute despite clear evidence it meets the criteria for their member protection commitment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Under the Fair Credit Act, they should not be reported misused information to my Credit Report.This Account is Fruadulet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I canceled a XXXX order that was never received and was even given confirmation via XXXX that I would not be charged along with a reference number on it. It was given to USAA along with proof of cancelation. I was at first given a provisional credit until they finished the dispute claim, however I was sent an email stating that I did not submit proof and would be subject to a reversal. I sent proof again and the provisional credit was still reversed. I contacted and spoke to a total of six agents since then stating that I would have someone give me a call to go over and return my funds and that the claim would be escalated. Each stating I would receive a call sometime later that day. It never happened. This has been going on since XXXX and I want my money back. This is for claim number XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a mobile deposit on XX/XX/XXXX through the banking app. The app informed me that my funds would be on hold until XX/XX/XXXX. This is an 8 day hold. {$300.00} was made available but the other {$1200.00} was on hold until XX/XX/XXXX. This was a payroll check from the board of education. These checks were previously on direct deposit, but we changed it from checking to savings causing a pay period to issue a paper check. This kind of deposit is my ONLY option as there are no branches or ATM 's within XXXX miles of my home. I have done deposits in this way many times previously and never encountered such a situation. I reached out through the website chat feature and attempted on XXXX occasions to ask for the hold to be released. Today, XX/XX/XXXX, I tried yet again and was told that because my account had previously had low balances and insufficient funds, they had to hold my deposit for 8 days. This makes no sense to me because while I have this hold, my scheduled bill pays are returning and I have a low balance despite attempting to deposit money. Further, this has caused incredible financial hardship to my family as we can not pick up necessary medications, put gas in our car, pay our rent, or even get groceries.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: During XX/XX/XXXX, I discovered that I had been a victim of identity theft. One of the accounts opened by the fraudulent person was a USAA SAVINGS BANK Account. I flagged all of my credit accounts with identity theft flags and filed an identity theft report with the Federal Trade Commission. I disputed the USAA SAVINGS Bank account on all three credit reports : XXXX, XXXX, and XXXX. Also, I spoke to USAA 's fraud department directly and informed them, I was a victim of identity theft. Further, I have not now nor have I ever been in the military. With my disputes, I submitted both my FTC Identity Theft Report ( attached to this complaint ) and a copy of my police report from the XXXX County Sheriff 's Office ( attached to this complaint ). As of today ( XX/XX/XXXX ) USAA has removed the fraudulent account from both XXXX and XXXX. However, USAA denied the removal from XXXX and placed it back on my credit report. I submitted this XXXX dispute on XX/XX/XXXX and their ongoing denial and refusal to remove this account is preventing me from accessing financing I need today. I was told by XXXX 's Fraud Department that there isn't anything more they can do, this is 100 % on USAA Bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 304XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: USAA bill pay has not been working right on the app. I have been paying my bills on USAA bill pay for XXXX years and have only recently discovered the issue happening around the XXXX of XX/XX/2023. It has been showing on my app that my bills have been coming out on or around the day they are supposed to come out, and also showing in the activity that the bill being paid had gone through. At first it was for my truck payment of {$830.00} on XX/XX/2023. It took over a week and showed that it had gone through on my USAA app. Then to discover it had not gone through or tried to come out until the XXXX of XX/XX/2023. I ended up having to call my loan company or the bank on which the loan is through and pay it after the bill date is due. It is now XX/XX/2023 and I have had the same thing happen to a different bill which I have never had any issues before. Same exact thing happened to my XXXX XXXX XXXX XXXX I had {$110.00} coming out on the XXXX of XXXX and apparently it had not tried to come out until the XXXX even though it had displayed on the app that it had come out when it was supposed to. When I had call in XX/XX/2023 about the truck loan taking the gentleman I had talked to explained that I was the XXXX person to call about the same issue. I was told then that they were working on the issue with the app. Now when I call USAA I am being told that it is the creditor of who I am paying the bill to that is taking to long to deposit the check from USAA from which my bills are automatically set up to come out. Like I said I have never, had this happen up until now. Everything has always come out when it is supposed and everything has always displayed that it had come out on the app. And everything has always been true of what was being displayed on the app, until the last month and a half. I understand if it might take a day or two. But when it takes a week or more for it to come out and everything is displaying it had come out and reflecting on my USAA automatic bill pay and also on the app itself that it had gone through, it becomes a problem because now my bills are not getting paid due to my wife and I thinking that we have money in the account and then I am getting letters in the mail showing I am past due on a bill and also letters from USAA showing the bill did not come out due to insufficient funds. I had also received a letter in the mail from tractor supply company credit card bill reflecting that the bill had gone through so I was not worried about it and it showing how much my next bill would be. Unfortunately because it displayed and reflected that it had gone through I was not worried about it anymore and I had thrown that bill away. I just received a phone call from XXXX yesterday saying that I was behind on my bill and I had to pay it in order to catch up on my payment. I was able to explain the situation to them about what was going on with my banks automatic bill pay. But now I am having to play catch up on my bills and worry about how it is going to reflect on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 424XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I received a call from XXXX which is USAAs number. I now have been told that call was a scam. I was scammed out of {$2300.00} which was my balance combined between my checking and savings prior to the call. And some how another nearly {$8000.00} dollars. I have a balance of nearly negative {$8000.00} in my checking account now that all the fraud and scams have stopped. After nearly 2 weeks of going back and forth USAA is refusing to work with me at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28607
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/22, I addressed and signed a check for {$2000.00} to XXXX XXXX XXXX. I placed the check in an envelope and XXXX XXXX XXXX for mailing on XX/XX/22. The check was not received by the landscaping company but was cashed at a USAA branch on XX/XX/22 by someone other than the payee and without any payee signature or bank endorsement. I contacted my bank, XXXX, on XX/XX/22 and opened a claimed, completing a Declaration of Unauthorized Endorsement or Altered Item ; the intended payee signed the form on XX/XX/22. XXXX has contacted USAA several times but received no response. I also tried contacting USAA and spent several hours on the phone with different people there but they all said they couldn't help me. It has now been almost 1 year, and I have not received my stolen money back -- USAA has taken no responsibility despite cashing a check to someone who was not the payee and without a signature.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX I found out that somebody open a fraudulent account with USAA in 2013 acct number XXXX and it was charged off. I sent USAA Documents and disputed this Bank account that wasn't mine. I sent in a police report fraud addavit and signatures of mine in front of a notary USAA DID NOT DO A FULLY INVESTIGATION On this matter. They notified me within XXXX weeks that it was verified mine which was a lie.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29488
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A